The Little Book of Service Management


Book Description

Service is the up and coming discipline for the 22nd century. But exactly what is service? Many people think that service is what people do – no more, no less. Nothing can be farther from the truth. Then, if so, why is the service community in constant disarray. Startup businesses fail on a regular basis. Why? They simply do not provide good service. Many persons in responsible positions rarely give service even a brief notice. What they subconsciously think about service has to be the truth. How often do you hear exclamations like, I’ll never fly again, especially on that airline? What about, I’ve had it with fast food restaurants. Have you ever heard a student say, I’ll never take another course from that professor? Or, it’s a great car but the service stinks. What about, He may be a great doctor, but he treats all patients like thy are not human. So, what do you do if you own or manage a small business and want to start off right? That’s an easy question. You simply send new employees, or even experienced ones, to service school. You’ve heard of computer school, but have you heard of service school. There are books on computer, for example, all over the place. But, you probably have never seen one – a book, that is – about service. Is an automobile dealership the same as a pharmacy? At the service level, you can bet they are. This book will tell you all you need to know about providing great service. Have you ever heard of a 2-hour seminar on how to give good service? I bet you haven’t. Sometimes, a manager will give suggestions, but that is about it. This book is a service resource. Have you experienced a doctor’s office that calls a patient concerning what time his or her appointment is? Have you had a car dealer tell you they have lost your car? Has a doctor operated on the wrong leg? Maybe, even the wrong person. A service is a client/provider interaction that creates and captures value for both participants. We use service in several aspects of our lives, including business, government, education, health care, and religion. But, what exactly are the best practices, principles, and theories of service? The actual study of service is a relatively new field, but it is one that can open the door to a better understanding of the essential part of our lives. In this little book, Harry Katzan, Jr., founder and editor of the Journal of Service Science, offers a concise, readable examination of how managers can use information about services to construct a better customer environment. Harry Katzan, Jr. believes that the characteristics of a service process determine its efficacy in solving real-world problems. He disseminates these characteristics and provides a clear view of service to help managers pinpoint the exact issues they need to tackle. With a comprehensive bibliography, examples, and a highly engaging writing style, this little book on service provides is perfect for the professional and laymen alike. Discover how you can put information about service to work for you.




Basic Service Management


Book Description

Service Management is the potent idea that could change your business. This useful little book is a pocket guide on how to operate any enterprise, described from the point of view of the services it delivers. After all, delivery is what success is all about. It describes the basics, in realistic pragmatic terms. And it is brief - we limited ourselves to 50 pages. Whether you are in manufacturing, trades, retail, IT, not-for-profit...; whether you provide service internally to the rest of your organisation or externally to paying customers; whether you work anywhere from a small business to a government department; this book introduces you to service management. It will get you started, get you up and running, and it will set you on the path to the advanced concepts if that is where you need to be.




The Little Black Book for Managers


Book Description

A smart, small book for any manager’s pocket. In every manager’s career there are moments where decisions need to be made in order to achieve success and this smart, nicely packaged little book can be there to help each time. The trick to succeeding in these moments is to identify each of these situations ahead of time and understand how to act and what to do to reduce the chances of failure. That is exactly what The Little Black Book for Managers has done. The authors have listed a whole host of situations most managers face, based on thousands of personal experiences, and have mapped out how to deal with each situation. The book contains specific examples of words and phrases that can be used as well as illustrations and exercises to analyse your current performance. It is short on waffle and high on practical wisdom. It is designed to be dipped in and out of – reached for whenever a situation arises. This is a practical support tool for managers at all levels, from shop-floor supervisor to main board director. The Little Black Book for Managers explains how to deal with scenarios such as; Having a lack of confidence to deal with other people in the way that is needed Times when you have to assert your authority more Allocating critical work. Who to choose? Needing to get extra effort from the team when under pressure Incentivising Delegation Having to deal with under-performers Personality clashes between work colleagues Managing a meeting with senior leaders




The Little Book of Managing Uncertainty


Book Description

Advanced technology is the cornerstone of modern society. Some of the reasons for studying the methods and applications of technology are that the subject serves as the basis of our everyday existence. We use technology on a daily basis, yet we know very little about the underlying concepts. We have no introduction to the subject matter, no principles of best behavior, and no theories. It is a time for change and this book fills that need. In this book, we are going to take a look at the evolving technology of uncertainty. Getting a handle on uncertainty permits a practitioner to perform in an excellent manner on tasks from management to applied technology. Modern government, such as the intelligence services, is exceedingly complicated, and uncertainty exists in almost every aspect of their daily lives. Business and finance have similar requirements so that participants can excel in all aspects of the decisions of everyday business life. The ability to deal with uncertainty is based on the methods of combining diverse possibilities into a coherent whole called a frame of discernment. Then, using a methodology known as Dempster-Shafer theory, evidence can be evaluated and a basis for decision making can be discerned. The effective use of Dempster-Shafer theory is conceptualized through computer methodology. Once determined to be unsolvable by experts, the methods contained herein have been solved by the author as a visiting professor in Switzerland. The methods are summarized in a research monograph entitled Managing Uncertainty and simplified in this book, along with an appropriate appendix that introduces the methodology. The book is comprised of introductory material followed by appropriate examples in essays that can be read in any order determined by the reader’s interests. The essays are based on peer reviewed journal articles presented at technical conferences. The various essays can be addressed in any order as they are adjusted to fit the needs of practicing professionals. Harry Katzan is a professor, author, and consultant, and enjoys outdoor activities.




The Little Book of Management Bollocks


Book Description

Showing the same incisive and outrageous wit as in his previous books, where he first took on the self-help craze then New Labour's addiction to spin, Alistair Beaton now tackles the management gurus. Read this book and you will be transformed overnight into a successful modern manager, capable of talking authentic management bollocks at any hour of the day or night, because, let's face it, talking bollocks is what modern management is all about. Below are a few of the gems contained within THE LITTLE BOOK OF MANAGEMENT BOLLOCKS...RISK MANAGEMENT Improve risk management outcomes by never investing in anything. INSPIRING OTHERS As a manager, it's your job to inspire others. If there's nothing inspiring about you, just use fear instead.




The Practical Guide To World-Class IT Service Management


Book Description

This guide contains 6 Core and 12 World-Class processes each of which is described in chapters that provide a logical view of the element itself and why it is important to the organization, along with a flexible process model that can be adapted to most businesses and how the process works in practice—plus proven and practical models and Tips for Success from high-performing organizations on implementing the process. The technical content takes a mid-level view to be useful to a broader group of readers and is complemented by other relevant chapters, including: •A Brief History of IT Service Management •Understanding ITIL, COBIT, and ISO •The Consumerization of IT •Making Sense of Cloud and On-Premise •Enterprise Service Management •A Culture of Excellence •An Approach to Leverage Technology •The Exploration of Service Automation The Practical Guide to World-Class IT Service Management also examines the future of IT service management and where this exciting journey is likely to lead.




Operations and Service Management: Concepts, Methodologies, Tools, and Applications


Book Description

Organizations of all types are consistently working on new initiatives, product lines, and workflows as a way to remain competitive in the modern business environment. No matter the type of project at hand, employing the best methods for effective execution and timely completion of the task is essential to business success. Operations and Service Management: Concepts, Methodologies, Tools, and Applications is a comprehensive reference source for the latest research on business operations and production processes. It examines the need for a customer focus and highlights a range of pertinent topics such as financial performance measures, human resource development, and business analytics, this multi-volume book is ideally designed for managers, professionals, students, researchers, and academics interested in operations and service management.




Food Service Management


Book Description

Many of us have endured a stint in food service, whether it was our first venture into the working world or served as a part-time job strictly for extra income. For the majority of us, there was never any intention of pursuing it as a career. However, the fast pace and interaction with a variety of people delights some, and they develop an enthusiastic attitude toward the business. These people often understand the sound fundamentals of food preparation, appreciate the value of personal service, and possess excellent people skills. But there is much more to the world of food service and food service management. This book reveal all the hidden facets of this fast-paced business and show you how to succeed as a food service manager. The author, Bill Wentz, speaks from experience, making his advice that much more valuable. Wentz truly understands the industry and shares the priceless experiences he had and lessons he learned throughout his career. In this book, you will learn if a food service career is right for you, the many opportunities available in the industry, and where to go for the best training. Food service managers will learn how to predict food costs, how to achieve profit goals, how to conduct recipe cost analysis, and how to realistically price a menu. In addition, this book discusses labor costs and controls, profit and loss statements, accounting systems, inventory, sanitation, and effective communication. Furthermore, Wentz shares his philosophies regarding ethics, hospitality, and performance. This book will show you how to develop and nurture your relationships with customers and how to keep them coming back to your establishment time after time, as well as how to be an effective manager, how to hire and train employees, how to get results, and how to further your success. The topics of proper kitchen design and layout, time management, and food quality are also covered in this unique book. Atlantic Publishing is a small, independent publishing company based in Ocala, Florida. Founded over twenty years ago in the company president's garage, Atlantic Publishing has grown to become a renowned resource for non-fiction books. Today, over 450 titles are in print covering subjects such as small business, healthy living, management, finance, careers, and real estate. Atlantic Publishing prides itself on producing award winning, high-quality manuals that give readers up-to-date, pertinent information, real-world examples, and case studies with expert advice. Every book has resources, contact information, and web sites of the products or companies discussed.




The Project Management Question and Answer Book


Book Description

What is a project charter? How about a work breakdown structure? Do you know the basic steps behind risk quantification? And why is it important to be acquainted with Goldratt's critical chain theory? The Project Management Question and Answer Book is a one-stop reference that both beginning and experienced project managers will use in countless on-the-job situations. Providing the answers to critical questions, from the simplest to the most advanced, the book is arranged to get you the information you need the moment you need it. You'll find helpful explanations of crucial project management issues, including: * Why PM is useful to you and your organization * How to interact with project stakeholders to maximize productivity * How to establish realistic cost, schedule, and scope baselines * What management techniques can be used to motivate teams * What methods you can use for evaluating project team performance Packed with case studies and examples, The Project Management Question and Answer Book is an indispensable guide covering everything from estimates, quality control, and communications, to time-, risk-, and human resource management. It is a practical, constantly usable resource for understanding fundamental project management issues and implementing workable solutions.




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